The Pros and Cons of Using a Call Center for Your Intake System

At the heart of any law firm are those in charge of intake. They are the ones responsible for reaching out to potential claimants and making sure that the lawyers handling the cases have most important and up to date information regarding their claim.

Firms that take in a lot of leads often outsource their intake system to call centers. The thing about using call centers for your business are that there are a lot of pros and cons for using them. Let’s start with the positives:

Pros

Lower Costs:The number one reason why reasons business and law firms use call centers is that it’s a lot more cost effective that doing it in house. Many call centers are outsourced off shore to countries the Philippines and India.

By using off shore call centers, the costs of infrastructure and labor are a lot less expensive than hiring your own intake staff, which could save your law firm a lot of money in the long run.

You Don’t Have to Worry About Training: When you use a call center for your intake system, you don’t actually have to train anyone.

If you choose this route, you can hire an outsourcing services company that will handle all the hiring, training and managing of the call center, which will save you time and resources.

You Handle Calls 24/7: By using a call center, they can be able to provide your firm with 24-hour support. With the call center having the ability to work around the clock, you won’t have to worry about not being able to handle the overflow volume of leads coming in.

Cons

Lack of Firm’s Knowledge: By outsourcing your intake system, you run the risk of the cell center workers not fully grasping your business. Maybe you’re a personal injury lawyer who doesn’t like taking medical malpractice cases, but the call center doesn’t understand personal injury law perfectly and keeps sending those through to you. Your own intake staff will know exactly what cases you want.

Lack of Communication with the Lawyers: If your firm has its own intake staff in house, you are able to effectively communicate with them in person with positive reinforcement or constructive criticism. While you can still send feedback to a call center’s staff, you likely won’t be able to meet in person with a call center.

Language Barriers: When you outsource your intake system there could be a bit of language barrier between potential leads and the people in the call center receiving the inbound inquiry. That barrier could potentially lead to a decrease in the satisfaction of your firm’s customer support.

Whether your firm outsources its intake system off shore or has their own dedicated staff in house, having a lead and case management software can really alleviate the stress of your intake staff.

Luckily at eGenerationMarketing, we have our own lead and case management software called eLuminate. You’ve probably heard of it. eLuminate will help your firm keep a better track of your ROI of the leads that come in.

You’ll also be able to make time stamped notes, generate documents and send mass emails, amongst many other things. eLuminate is complimentary for all of our clients. If you’re looking to increase your lead volume, please give us a call at 617-800-0089 and we’d be happy to answer any questions that you may have.